酒店英语学习情境一：前厅服务英语1-1RoomReservations

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1、学习情境一：前厅服务英语学习任务:预订房间Name:KellyJob:ReservationistResponsibility:Tosellhotelroomsandhelpguestsbookroomstheywant.ContentsLearningObjectives学习目标1WorkingProcedures工作程序2WorkingKnowledge工作知识3HotelTask酒店任务45WordsandExpressions6ActivityLearningObjectives学习目标Afterfinishingthistask,yousho

2、uldbeableto:☆Askguests’informationaboutbookingrooms☆OfferhelptoguestsWorkingProcedures工作程序Greettheguest向客人问好Asktheguestthereservationinformation询问客人预订信息Searchfortheroomavailable/neededinthecomputer在电脑上查找所需要的空房Getthedetailinformationfromtheguest从客人那里获取详细的信息Confirmthereservation确认

3、预订Expressyourwishes表示祝愿客人Formthereservationrecord形成预订记录WorkingKnowledge工作知识(1)Whenmakingreservations,youshouldasktheguestthefollowinginformation:1.Thedateofarrivalanddeparture（客人到达和离开酒店的时间）2.Thenumberofthepeople（住店的人数）3.Theroomtypeandthenumberofrooms（客人所要的房型和房间数）4.Specialrequest

4、s（特别的要求）Youshouldalsoconfirmthefollowingsfromtheguest:1.Thenameoftheguestornameofthegroup（客人的姓名或团队名称）2.Theguest’stelephonenumber（客人的电话号码）3.Thecontactnameandhistelephonenumber（如果是代订还要留下代订人的姓名及电话号码）WorkingKnowledge工作知识(2)SituationPolitelanguageaskforinformation“MayI…?”,“Couldyou…?

5、”makerequests“Wouldyoulikemeto….?”,“ShallI…?”Ifyoudon’tunderstandwhattheguestsays“Ibegyourpardon.”,“Pardonme?”“Sorry,Idon’tunderstand.Couldyoupleaserepeatthat?”Payattentiontousepolitelanguage.IntheformbelowareroomtypesandtheircorrespondingChinesenames.单人间SingleRoom商务套间BusinessSu

6、ite大床间DoubleRoom行政套间ExecutiveSuite双人间TwinRoom豪华套间DeluxeSuite三人间TripleRoom总统套间PresidentialSuite普通套间JuniorSuite豪华海景客房DeluxeSea-ViewRoomHotelTask酒店任务SupposeyouareKelly,nowyou’regoingtobookroomsfortheguest.Pleaseperformthetaskaccordingtothehintsbelowwithyourpartner.角色A:你是GeorgeBrown

7、,准备和妻子到广州旅游，你打电话给酒店预订一间双人间，时间为3月6日至9日,你告诉预订员你们将在早上9点到达.角色B:你是预订员kelly，你接受电话预订服务.WordstoknowReservevt.预订reservationn.预订confirmvt.确认availableadj.可提供的spellvt.拼写prefervt.更喜欢roomrate房价arrivaldate到达日期departuredate离开日期lookforwardto期待Usefulexpressions1.Helpingtheguestbookrooms帮助客人预订房间(1

8、)RoomReservations.(How)mayIhelpyou?(2)I’llcheck